Idealogistic improves on its score yet again

November 2015

The approach

Every three years, Idealogistic carries out an international survey to find out how satisfied our customers are. The questions fall into three categories: the quality we offer, the efficiency we provide and corporate social responsibility. We asked you to give your opinion on the relevance of no fewer than 56 different aspects, and to indicate the degree of relevance where applicable. We then asked you to rate each component by giving it a score out of 10.

The results

We have put together a top 10 of the aspects you think are the most relevant. In doing so, we took into account the number of those surveyed who found a particular component to be relevant and the degree of that relevance.

Aspects in order of relevance

(% respons)

Degree

Weighting

Score

1

Prompt and punctual service

quality

100%

90,4

90,37

9,3

2

Flexibility

quality

100%

75,0

75,00

8,7

3

Correctness of service
(no damage, no short deliveries)

quality

99%

75,5

74,75

8,2

4

Fast transit times

efficiency

92%

80,9

74,40

7,7

5

Reputation

CSR

98%

74,9

73,39

8,2

6

Price

efficiency

90%

80,9

72,84

7,2

7

Appearance of company resources

CSR

98%

72,8

71,35

8,5

8

Professionalism and workmanship

quality

98%

72,3

70,83

8,8

9

Appearance of staff

CSR

90%

76,6

68,91

8,3

10

Area of coverage for freight transport

quality

94%

73,2

68,77

8

Average

8,3

The overall conclusion is that you are satisfied with Idealogistic. Services could always be cheaper and faster but, taking everything into account, you rate us as being good to very good when it comes to the 10 most important factors to take into consideration when choosing a supplier. The average score for all 56 components is an 8.0.

The categories

Looking at the scores for each of the three main categories, the conclusions are as follows:

Relevant

(% respons)

Degree

Weighting

Score

Quality: 17 aspects

93%

70,0

65,45

8,3

Efficiency: 15 aspects

67%

67,0

45,77

7,4

CSR: 24 aspects

76%

69,0

53,81

7,9

Total: 56 aspects

8,0

One striking result is that customers who consider CSR to be relevant (76%) also think that our performance in this area is more or less as important as the quality and efficiency we supply. This means that you expect Total Quality Management from us.

Certification

Almost all of our customers find our ISO 9001 quality certification (96% of respondents), TAPA security certification (94%) and ISO 14001 environmental certification (87%) to be relevant. Logically, the result of these certifications (punctual deliveries, no damage, etc.) was found to be even more important.

Long-term development

We have been carrying out our customer satisfaction survey since 2005. Our overall score for each year is given below. The upward trend in our score continues!

2005

2008

2011

2015

7,2

7,6

7,9

8,0

If you would like to know more about our customer satisfaction survey for 2015,
please contact us. We will be happy to tell you all about it.